Customer Service?!?

Anyone who knows me knows that I place a HUGE emphasis on Customer Service. Whether I'm shopping, eating at a restaurant or attending a recreational park/event, I'm making mental notes on how I am treated and I'm making a determination on whether or not I will return based on my overall experience.


Yesterday was no exception.


I was in one of my favorite local stores. I'm going to avoid telling you where I was at - but just know it's a BIG name store and a place I frequent quite often.


So - I have this coupon for $40.89 that's only good through 5/24. I realize it on Sunday and decide that THIS week I will try to redeem my coupon in full. I'm excited. I mentioned already that it's one of my favorite places to shop, right?


So I get my things and I head to the checkout lane (the ONLY ONE they have opened. At lunchtime when it's pretty busy.)


I finally arrive to the counter and the young girl rings me up. She gives me my total - $45.13. Hmm.. I thought I was being careful to not spend above the coupon. I must have given a puzzled look because to this the employee says, "What?"


"Well - I thought my total would be less than that." "NOPE! $45.13" she says.


Okay... here's where my frustration sets in.


I hand her my coupon. She scans it in and then gives me my new total - $4.24. I give her the money and she takes it, completes the sale and hands me my receipt.


After taking a look at the receipt, I notice that 2 of the items were rung up incorrectly. I ask her about it and sure enough she says, "You're right. I guess I'll have to give you back your change!"


Umm - you think?


She struggles a bit with the cash register, but cannot get it to give me back my change so she now calls over a manager.


For what seems like forever, they mull over the receipt. The whole time, the employee is complaining about the new system. In fact, one time she even goes as far as to say, "This new system sucks!" What does the manager do - she says, "YES it is!"


Oh my word. I'm not happy at all at this point.


To top it off, now the manager is mad and verbalizing her anger at the "system" quite loudly.


Manager: "This computer is CRAP!"


Yes - you read that right - the manager actually said the word "CRAP" in front of me - the customer. The guest.


Long story short - I get my change (finally) and I'm on my way.


It really got me thinking, though, about how businesses treat their customers. Their guests. If I were in charge of this store, I can tell you that these two individuals would be talked to about what is appropriate to say in front of the customer and what clearly - is not!

It got me pondering some questions... Where have our values gone to? Who is in charge of making sure that these two employees KNOW and UNDERSTAND the value and vision of the company? Why is behavior like this so common and even more so - tolerated... accepted? Where do we as consumers draw the line and decide that we don't have to be treated poorly when we can get the same product down the street with better customer service - even if it means paying the few cents or dollars even more for it!

That is why I am so passionate about guest services at Crossroads! If employees for Disney can get PUMPED UP about a mouse - shouldn't we be even MORE PUMPED UP about serving up Jesus every Sunday morning? Guests who drive onto our campus every Sunday deserve to have an experience that EXCEEDS their expectations. I tell my teams every Sunday - we need to BLOW THEM AWAY. We need to give God our best every single week... because anything less is unacceptable!

I know I've promoted this book time and again on this blog - but I'm gonna do it again today. Be Our Guest is a GREAT book about perfecting the art of customer service. It's a great read! I have encouraged those who are on my team to read this book and am challenging my leadership team right now to go through it. We will be spending the summer combing over the book from cover to cover and will begin implementing changes this fall. If you have a heart for customer/guest services - pick up the book! You won't be disappointed!

I'd like to pick one up for the two employees at the store I visited yesterday...